SLAs define and document Electrical activities, performance levels and measurements which should align to the CBRE and client contract.  Identifying the level of quality, specification, quantity and measurement of the services, in addition to identifying the aspects that are outside of the supplier partner's scope, need to be considered carefully when crafting the details. 

A well-crafted suite of SLAs offers benefits to both CBRE and the client:

  1. They form the basis of operational reviews
  2. They encourage good business practices and continuous improvement
  3. They are a fair and consistent way to support practical performance management
  1. Define and document Electrical activities, performance levels and measurements aligned to the CBRE client contract
  2. Identify the level of quality, specification, quantity and measurement of the services to be performed and any items that are outside of the supplier partner's scope

2. SLA Objectives

3. SLA Desired Outcomes

Ver 1.0 (May 24)

4. Electrical Service SLA's 

Confidential & Proprietary | 2024 CBRE Inc.

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1. Introduction

Supplier establishes and maintains local legislative compliance (i.e. council regulations) and internal governance across all Electrical services to be performed on site and for each site within scope

CBRE / client requirements are met

Supplier partner provides the services detailed within the SOW for each aspect of the service, ensuring the agreed level of quality, specification, frequency and customer service standards are consistently achieved 

(Note: may vary by country) 

Supplier maintains trained staff to deliver services professionally and consistently from documented SLA’s from which the supplier can be managed and measured

Electrical

SLA Development

Contracting

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Customer Support

Planning

Personnel

Damages

  • Meet or exceed work order requirements and response times when a supplier is asked to respond to an emergency priority work order
  • ​Supplier submits timely and accurate invoices - typically within 30 days of completion of service
  • Accept and complete 90% + of assigned work orders
  • In the event of a performance failure ("No Show") the supplier should be responsible for correction within 4 hours or bringing in another supplier to perform the service without the client incurring additional cost

  • Work performed will adhere to the communicated schedule
  • Work schedules will change no more than once per week
  • Storm preparation report submitted 24-48 hours in advance of the event
  • Any damages as a result of the vendor's performance of services shall be rectified by the vendor at no additional cost
  • The vendor shall immediately notify the buyer of any damages to the buyer's property or landscape
  • The vendor will ensure that sufficient personnel are dedicated to the project to ensure deadlines are met
  • All personnel servicing electric equipment will be properly trained, following lockout / tagout procedures, and equipped with appropriate PPE 

Compliance

  • Vendors that do not adhere firmly to regulations may create liabilities for buyers’ operations. Additionally, these vendors are more likely to cause service disruptions for buyers.
  • The supplier warrants that materials are installed in accordance with the National Electric Code